Returns Policy
- Please reach out to us at aus.coastal.co@gmail.com within 10 days of receiving your order.
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Include in the email:
- Your order number;
- Photos, where relevant, of the issues.
What happens next?
- We aim to process all requests within 10 working days.
- If your return or refund request is confirmed, you can return the items to the factory at 4730 Littlejohn St, Baldwin Park, CA 91706 in their original packaging.
- we will not accept unconfirmed returns.
Returned items
- All returned items should be unused, unworn, and unwashed.
- auscoastalco does not accept worn, stained, damaged, or altered items.
- We do not provide freight-to-collect (FTC) service for returning the package; the return shipping cost will be at your own expense.
Refund
- If your refund request is confirmed, auscoastalco will return the money to the account used to pay for the order in the currency it was initially bought in.
Can all items ordered from auscoastalco be returned?
Our return policy applies to most items, but a few exceptions exist. Those listed below cannot be returned:
- For hygiene reasons, tights, underwear, pajamas, swimsuits, socks, and masks cannot be returned;
- Sample items;
- Deliberately damaged items;
- Items sent back for return more than 10 days from the date received
- Items accurately printed according to the designs or tech packs provided to auscoastalco that the purchaser decides are not what they intended or no longer want;
- Items deemed to no longer be required due to delayed delivery are delayed due to misinformation provided to auscoastalco, such as the recipient’s incorrect phone number or shipping address.
- Items ordered in the wrong size due to customer error will not be accepted. Sizing information is provided on our website.
Can I cancel my order and get a refund before my order arrives?
- Orders that have yet to enter production can be canceled in their entirety.
- Orders that have entered production but have yet to be posted can have their shipping canceled and the fee refunded.
- Should you wish to cancel your order, please get in touch with auscoastalco customer service team at aus.coastal.co@gmail.com.
Can I get a refund if my order is not shipped on time?
Small-volume orders
- We aim to complete the production of small-volume orders within 12-20 working days and to ship items no later than the 21st working day (calculated from the date the order is paid for).
- If you have not received any logistics or shipping information by the end of the 21st day, we will refund you a maximum of 10% of your original commodity price as compensation.*
Bulk orders
- We aim to complete the production of bulk orders within 20-25 working days and to ship items no later than the 26th working day (calculated from the date the order is paid for).
- If you have not received any logistics or shipping information by the end of the 26th day, we will refund you a maximum of 10% of your original commodity price as compensation.*
*In the scenarios above, this refund is not applicable if the shipment is delayed due to relevant changes on the customer side (design modification, additional design requirements, wrong address, etc.). auscoastalco is the arbiter of what relevant changes are.
How long do I have to submit a return or exchange request?
- Any claims for misprinted/damaged/defective items must be submitted within 10 days of receiving the product.
- For packages lost in transit, all claims must be submitted no more than 10 days after the estimated delivery date.